Change request type based on alias and reporter

Question

Hi all,

I'm a new Jira Service Management user and need some help.

I would like to use different request types in Jira and automatically connect the right request type to incoming e-mails. However, we're using different e-mailadresses. To assign the issue to right request type, I need to use the combination of the e-mail adress and the reporter/customer.

Since I can connect only one 1 e-mail address to my Jira Service Management project, I would like to use e-mail aliases. Customers are sending mails to three different aliases:

* alias1@company.com
* alias2@company.com
* alias3@company.com

I would like to set up the automations as follows:

* If the e-mail is being send to alias1@company.com and the customer belongs to customer group X, change request type to A. 
* If the e-mail is being send to alias2@company.com and the customer belongs to customer group X, change request type to B. 
* Etc.

The question is how I can both use the aliases and customers (reporters) in the automation. Could someone help me out? Your help is much appreciated.

Nic Brough -Adaptavist- · Answer

There are a couple, but they're not great.

* Have different projects with different email addresses to send to.
* Ask people to put something in the text or subject that an Automation can catch - when it spots it, it can change the request type

Jelmer_mqczyb · Answer

Thanks for your answer Nic!

Mm, do you know any workaround? Or do you have another suggestion on how to do this?

Nic Brough -Adaptavist- · Answer

Welcome to the Atlassian Community!

There is no way to do this.  Requests created by email are mapped to a single request time, and your alias information doesn't even get into Jira (it's a simple email read from an inbox) so there's nothing for an Automation to work with.